Technical Support Engineer II

As a Technical Support Engineer II at Storyblok, your role involves handling escalated support tickets, managing the entire support lifecycle, and providing expert assistance to clients facing challenges. You’ll educate users on product features, collaborate with other teams to resolve issues effectively, and mentor junior engineers. Your efforts will directly enhance customer satisfaction and contribute to continual product improvements.

For the Technical Support Engineer II position at Storyblok, candidates should possess a Bachelor’s or Master’s degree in Computer Science or equivalent experience. A minimum of 3 years in Support or Software Engineering, knowledge of RESTful and GraphQL APIs, and familiarity with modern JavaScript frameworks like Vue or React are also essential. Strong communication skills and remote working experience are necessary for success in this role.

Storyblok is committed to the professional growth of a Technical Support Engineer II through a personal development fund that covers educational courses, conferences, and materials. Additionally, the environment encourages mentorship opportunities, allowing individuals to grow their skills while contributing meaningfully to the team and the company.

Yes, the Technical Support Engineer II role at Storyblok is fully remote. The company embraces a remote-first culture, allowing team members to enjoy flexible schedules while working from anywhere. This setup not only promotes work-life balance but also encourages collaboration across our diverse international team.

As a Technical Support Engineer II at Storyblok, you’ll enjoy a range of benefits, including a monthly remote work stipend, home office equipment package, extensive leave (including parental and sick leave), and a personal development fund. Additionally, you’ll have access to bonuses like a Virtual Stock Option Plan, and the opportunity to participate in international team-building trips.

The company culture at Storyblok is vibrant and supportive, characterized by teamwork, innovation, and a passion for technology. As a Technical Support Engineer II, you’ll be part of a diverse international team that celebrates successes together while fostering an environment where everyone feels valued. Storyblok promotes both hard work and fun, creating a fulfilling and engaging workplace.

In the Technical Support Engineer II role at Storyblok, you’ll work with various tools and technologies such as RESTful and GraphQL APIs, modern JavaScript frameworks, and support ticketing platforms. A strong grasp of web technologies including HTML, CSS, and JavaScript is essential for troubleshooting and assisting customers effectively.

When answering this question, focus on your hands-on experience with various Content Management Systems, particularly any that are headless. Describe specific scenarios where you’ve resolved issues or provided insights that led to product enhancements, showcasing your familiarity with the tools and platforms relevant to Storyblok.

In your response, outline a structured process for troubleshooting, including gathering information, replicating the issue, analyzing the data, and consulting with relevant documentation or team members if necessary. Emphasize your commitment to keeping the client informed throughout the process and ensuring their concerns are addressed promptly.

Illustrate how you would listen empathetically to the customer, acknowledge their concerns, and reassure them that you are committed to finding a solution. Discuss the importance of clear communication, setting realistic expectations, and follow-up to ensure they are satisfied with the resolution.

Provide a specific example of when you identified inefficiencies in a support process. Discuss the changes you proposed or implemented, the outcome of those changes, and how they improved customer satisfaction or team productivity. Be sure to highlight the collaborative aspect of your approach.

Discuss your organizational skills and tools you use to prioritize tasks, manage your time effectively, and stay in communication with your team. Highlight the importance of setting clear goals and metrics to track progress, as well as regular check-ins with colleagues to ensure alignment.

Focus on the importance of technical knowledge, excellent communication skills, the ability to empathize with customers, and a proactive approach to problem-solving. Discuss how collaboration with different teams enhances support operations and customer satisfaction.

Explain your methods for staying informed, such as following industry publications, attending webinars, participating in online forums, or taking relevant courses. Illustrate how this continuous learning helps you provide better support and contribute to product improvements at Storyblok.

Reflect on any experiences you’ve had within previous roles regarding mentoring newcomers or providing training. Discuss the aspects of coaching you find most rewarding, and provide examples of how you’ve contributed to their development and success.

Share a specific experience focusing on inter-departmental collaboration. Describe the nature of the issue, the key players involved, how you communicated to resolve it, and what the outcome was, illustrating your teamwork abilities.

Tailor your response to reflect your appreciation for the company’s innovative approach to content management, its remote-first culture, and the opportunity for personal and professional growth. Emphasize your alignment with Storyblok’s mission and values and your enthusiasm for contributing to the team.